How to Get A Refund for 2017 MBP13?

[project_2501]

As you may have read, my experience with the 2017 MBP13 nTB has been disaster after disaster.

In short failing keys, screen glitches, overheating, failing glue, crazy fan, rattling fan .. https://forums.macrumors.com/threads/2017-macbook-pro-13-non-tb-review.2056971/

Apple support sent me to a Genius appointment and all they did was press the keys and run software diagnostics (boot, press D) which I could have done at home.

Apple Customer Support Rep (Ireland) sent me to a different retail shop - despite me expressing serious concern that they couldn't run meaningful tests, replicate the scenarios (4k monitor, watching youtbe/netflix for over 30 mins, etc) ... yet I finally complied .. and as it turned out, I was right. They did nothing but poke the keyboard and run the same boot-D diagnostics.

I am extremely disappointed by Apple's quality and their bureaucratic support processes.

I don't want a 2017 macbook anymore. Even a 3rd replacement will likely suffer what is a fundamental design flaw. I want a refund .. so I can geta refurb 2015 again.

Any suggestions how I can do this? Apple are playign silly buggers.

Clearly within warranty as device came out in July 2017.

 

[0989383]

As you may have read, my experience with the 2017 MBP13 nTB has been disaster after disaster.

In short failing keys, screen glitches, overheating, failing glue, crazy fan, rattling fan .. https://forums.macrumors.com/threads/2017-macbook-pro-13-non-tb-review.2056971/

Apple support sent me to a Genius appointment and all they did was press the keys and run software diagnostics (boot, press D) which I could have done at home.

Apple Customer Support Rep (Ireland) sent me to a different retail shop - despite me expressing serious concern that they couldn't run meaningful tests, replicate the scenarios (4k monitor, watching youtbe/netflix for over 30 mins, etc) ... yet I finally complied .. and as it turned out, I was right. They did nothing but poke the keyboard and run the same boot-D diagnostics.

I am extremely disappointed by Apple's quality and their bureaucratic support processes.

I don't want a 2017 macbook anymore. Even a 3rd replacement will likely suffer what is a fundamental design flaw. I want a refund .. so I can geta refurb 2015 again.

Any suggestions how I can do this? Apple are playign silly buggers.

Clearly within warranty as device came out in July 2017.

If you're having those issues then you should be able to prove it. Next time the keys don't work, video it (or get a pal to video it happening, showing the machine and that it's you using it.

How is the glue failing? If there's any visual signs photograph it or better yet, show them in the Apple Store..

If you can show them what's wrong in a way that proves it beyond reasonable doubt, Apple will 9 times out of 10 take the machine back and give you a new replacement.

Not sure what the laws regarding demanding a full refund are where you are located, but I know in the UK you are advised to give the seller two chances to put things right within the warranty period before you're legally entitled to a full refund at your own choice.

It's important to add..that I'm not seeing too many other users on here with these issues.. which suggests that if you get a new machine altogether it's likely you wont experience these problems and will be able to be a happy user. Why not go for that? You bought the machine in the first place so you must have a need for it. The 2015 Retina model is fine for now, but down the line it's going to become more and more outdated. If you have the money you'd be stupid to go back to it. It would be different if it were a continued along-side new option to the current lineup but it's old technology now like it or not.

 

[project_2501]

Thanks for taking the time to respond, I appreciate it, esp the legal suggestion

I have tried to get the store people (where apple support sent me) to see the failing glue around teh display panel (due to overheating in clamshell mode) and they won't look. They want to send it away for 10days which I think is unreasonable when the problem is visible.

The keys failing intermittently and more likely when overheating.. eg after 30mins of Netflix or working for an hour on a 4k display. I've suggested very strongly that they should replicate this when viewing in store / service centre.. and they won't.

So my frustration is that I'm trying to help them see the problem and they won't listen.

It was me that suggestes a video recording and I asked them to confirm if that was sufficient. They won't put it in writing.

I don't want a 3rd trip for them to take my work device away for 10days only to come back and say they saw no issues.

Ideally I'd demo the issues in store and the apple badges person would certify that and I'd get a refund or replacement.

I prefer the 2015 as the 16/17 keyboards are horrible. Only problem with 2015 is poor 4k performance.

 

[0989383]

Thanks for taking the time to respond, I appreciate it, esp the legal suggestion

I have tried to get the store people (where apple support sent me) to see the failing glue around teh display panel (due to overheating in clamshell mode) and they won't look. They want to send it away for 10days which I think is unreasonable when the problem is visible.

The keys failing intermittently and more likely when overheating.. eg after 30mins of Netflix or working for an hour on a 4k display. I've suggested very strongly that they should replicate this when viewing in store / service centre.. and they won't.

So my frustration is that I'm trying to help them see the problem and they won't listen.

It was me that suggestes a video recording and I asked them to confirm if that was sufficient. They won't put it in writing.

I don't want a 3rd trip for them to take my work device away for 10days only to come back and say they saw no issues.

Ideally I'd demo the issues in store and the apple badges person would certify that and I'd get a refund or replacement.

I prefer the 2015 as the 16/17 keyboards are horrible. Only problem with 2015 is poor 4k performance.

So is this an actual 'Apple Store' run by Apple themselves, or a big box / third party appliance and electrical store? Because we have them in the UK too (PC World etc) and they only send thing away. Huge PITA, and night vs day difference to the Apple Store!

My only suggestion now is, as annoying and PITA it is, because of the circumstances, let them send it away. Who knows? They might want to avoid further dispute and just take yours to make it a refurb and commission a new one for you? If you're lucky they might even lose it meaning they HAVE to give you a new one! Suck it up, take the time and do it. It might just work out. After all, what are the alternatives at this point? This is all assuming you're NOT dealing with an official Apple Store. In which case, I'd say go to their official store. (If it has been, tell me though as I've understood wrong)

But if all else fails, try putting a letter in writing to Apple themselves naming the stores and experiences you're having. In writing, you have a high chance of a personal response from people inside the company who have the power to pull some strings and turn this nightmare into happy usage.

I'm actually driving 70 miles today to my nearest Apple Store to get the nTB 13" latest model! So I dont want to hear that! LOL but I hope whatever batch my machine comes from isn't plagued with so many problems as yours seems to be :-/ Keyboard definitely looks like it'll take time to get used to. I'm reading on here that a reasonably large number of people are suffering issues with them.

 

[project_2501]

First was Apple Store Covent Garden.

Second was a Premium Reseller and Approved Service Centre I'm Wimbledon called Storm front. They didn't have any equipment or tools to do any real testing. They wrote an email letter of apology to me.

What's the best way to write to Apple? I've used a contact us link on the website and also emailed Tim cool but no reply yet.

 

[eddjedi]

If you're in London go to the Regent Street store, you're far more likely to find somebody with authority there.

 

[SteveJUAE]

Any suggestions how I can do this? Apple are playign silly buggers.

Clearly within warranty as device came out in July 2017.

Go to the store underline which parts of your CR are applicable and ask for a refund:

CR 2015 :

Repair or replace
If you are outside the 30-day right to reject, you have to give the retailer one opportunity to repair or replace any goods or digital content which are of unsatisfactory quality, unfit for purpose or not as described.

You can state your preference, but the retailer can normally choose whichever would be cheapest or easier for it to do.

If the attempt at a repair or replacement is unsuccessful, you can then claim a refund or a price reduction if you wish to keep the product.

You're entitled to a full or partial refund instead of a repair or replacement if any of the following are true:

• the cost of the repair or replacement is disproportionate to the value of the goods or digital content
• a repair or replacement is impossible
• a repair or replacement would cause you significant inconvenience
• the repair would take an unreasonably long amount of time.

If a repair or replacement is not possible, or the attempt at repair fails, or the first replacement also turns out to be defective, you have a further right to receive a refund of up to 100% of the price you paid, or to reject the goods for a full refund.

If you don't want a refund and still want your product repaired or replaced, you have the right to request that the retailer makes further attempts at a repair or replacement.

Use our step-by-step guide if you want to ask a retailer to repair or replace something you've bought that subsequently develops a fault.

The first six months
If you discover the fault within the first six months after buying the product, it is presumed to have been there since the time of purchase - unless the retailer can prove otherwise.

During this time, it's up to the retailer to prove that the fault wasn't there when you bought it - it's not up to you to prove that it was.

If an attempt at repair or replacement has failed, you have the right to reject the goods for a full refund or price reduction - if you wish to keep the product.

The retailer can't make any deductions from your refund in the first six months following an unsuccessful attempt at repair or replacement.

The only exception to this rule is motor vehicles, where the retailer may make a reasonable reduction for the use you've already had of the vehicle after the first 30 days.

If you'd prefer to keep the goods in question, you can request an appropriate price reduction.

 

[project_2501]

Thanks Steve - a really helpful reply.